Development and validation of the hospitality emotional labor scale

By K. H. Chu, Suzanne Murrmann. 2006

272 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/c9880446934ed7473432ea2916fd5f756a185fef

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Moving emotional labor beyond surface and deep acting (2012, methodology): “349) Measured using the Chu and Murrmann (2006) scale with items like, ‘‘I fake a good mood when interacting with customers’’ and ‘‘I fake the emotions I show when dealing with customers’’ (p.”
Emotional intelligence and emotional labor acting strategies among frontline hotel employees (2012, background): “Five-star hotels were selected as they may strongly emphasize employees’ EL presentation and provide more explicit display rules (Chu and Murrmann, 2006).”
Outcomes of customer verbal aggression among hotel employees (2009, background): “Second, it has been observed that there is little empirical research concerning emotional labor in the hospitality management and marketing literatures ( Chu and Murrmann, 2006”
Development of a Scale to Measure Memorable Tourism Experiences (2010, methodology): “This practice is a commonly accepted procedure when developing a scale (Choi and Sirakaya 2005; Chu and Murrmann 2006; Larsen, Brun, and Ogaard 2009; Wang et al. 2007).”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, background): “This type of analysis refers to the internal consistency of the factors (Chu and Murramann, 2006).”
Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2014, unknown): “" The customer is king " or " the customer is always right " philosophy results in an unequal power mechanism between service employees and customers, requiring employees " to serve customers with a smile " even in the event of verbal aggression from the customer (Chu and Murrmann, 2006).”
Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, background): “Reliability analysis refers to the internal consistency of the factors (Chu and Murramann, 2006; Iqbal et al., 2018).”
The impact of emotional labor on employees’ work-life balance perception and commitment: A study in the hospitality industry (2017, background): “Even though emotional labor is a well-known concept in hospitality and tourism research (e.g., Chen et al., 2012; Chu and Murrmann, 2006; Dyer et al., 2010; Hunter and Penney, 2014; Murray, 2015), little empirical evidence is available on the link of emotional labor and work-life balance as well as…”